Delayed refund

I cancelled two Vodacom contracts (a phone and a laptop) and settled all outstanding amounts exactly according to the settlement quotes provided by Vodacom. In-store, I was instructed to pay both contracts in one transaction, which I did. Shortly after, I received an SMS confirming that my account was in a positive balance and that I was due for a refund.

I then contacted the refunds department and submitted all requested documents, including my bank statement, proof of payment, and the account statement. I was told I would receive feedback within 7–14 days. I waited more than 21 days with no communication.

When I followed up, I began communicating with Subscriber Collections Admin Backoffice support admin named Dorcas, who has repeatedly told me that my bank statement does not show “both transactions.” This is not possible or logical because Vodacom consulted in store instructed me to make ONE payment for both contracts, meaning my statement can only show a single debit. I have already provided proof of payment and account statement confirming the money was received.

Despite having all the necessary documentation, I am still being given excuses and delays. The explanation provided contradicts Vodacom’s own instruction, and at this point it feels like I am being given the run-around instead of being assisted properly. I am so disappointed by Dorcas responses to my emails. She doesn’t provide information and context to what the delay is. Obviously the bank statement will not show 2 separate transactions if I made 1. Why were they able pick up in their system that the payment made was for 2 contracts but it was 1 payment made ?

I have completed my part in full and simply want Vodacom to process my refund without further unnecessary delays. I am requesting urgent escalation to a supervisor or the refunds manager, with a clear and final timeline for when my refund will be paid.